CUSTOMIZATION

Mold your CRM to fit your need

Personalize your account to reflect your usage.

Custom Sales Activities

Create and track unique  sales activities. Keep a tab on interactions, meetings, and more.

Learn more about Custom Sales Activities

Contact Lifecycle Stages

Map your unique sales process with tailored contact lifecycle stages and track the contact’s journey into a customer.

Custom Fields

Create custom fields to collect and manage more information for your business.

Multi-currency and Multi-language

Choose from hundreds of currencies for localized sales and set up Freshworks CRM to speak your language.

Learn more

Custom Modules

Create custom modules as per your business process.

Custom Roles

Create  roles and permissions as per your business requirements, and regulate access to data for your entire team.

AUTOMATION

Improve sales productivity with automation

Boost your teams’ efficiency by automating your tasks. 

Task Management

Schedule appointments, collaborate with your team on tasks, make quick notes on records, manage, and share files.

Auto-assignment Rules

Put your contacts in the right hands. Freshworks CRM automatically assigns leads to handpicked salespeople.

Sales Sequences

Close your deals faster by automating your interactions. Create, send, and track personalized outbound campaigns.

Learn more about Sales Sequences

Web Forms

Capture contact information effortlessly with code-free forms, or connect your existing web forms to generate quality leads.

Learn more about Web Forms

Territory Management

Categorize your contacts based on relevant criteria and assign the right salespeople to reach out to them.

Holiday Routing

Add holiday calendars specific to your company, and decide how to route calls during holidays.

IntelliAssign

Auto-assign chat conversations within your team based on factors like agent skill level, available bandwidth and other parameters.

Auto profile Enrichment

Learn more about your contacts and accounts. Enrich your contacts and accounts with their social and public information automatically.

Email Templates

Create and edit email templates to suit the changing trends in your business.

Workflows

Automate repetitive tasks and cut manual labor out of your sales process using conditional triggers that occur at a specific date or time.

Learn more about Workflows

Activity Timeline

View all interactions the contact has had with your website, web app, and even your sales and marketing teams.

Chat Campaigns

Engage at the right moment, qualify leads, get feedback, make announcements, and connect chats with experts in your team using contextual in-app and push messages within your app or website.

Learn more about Chat Campaigns

COMMUNICATION

Connect with your contacts across channels

Engage with context on the customer's preferred channel from the CRM

Email

Integrate your inbox with the CRM using two-way email sync, and create, schedule, and track emails effortlessly.

Learn more about Email Integration

Phone

Make calls in one-click, auto log calls to related modules, transfer and record calls, and more from within Freshworks CRM.

Learn more about Cloud Telephony

Chat

Use the chat software to provide real-time customer support, get feedback and interact with website visitors.

Learn more about Chat Campaigns

WhatsApp

With the WhatsApp integration, you can read and respond to WhatsApp messages from Freshworks CRM.

Apple Business Chat

Interact with customers, resolve issues and complete transactions from your iPhone, iPad, Mac, and Apple Watch through iMessage.

SMS Integration

Integrate your CRM with the SMS provider of your choice, and send messages right into your contacts’ pocket.

Zoom

Schedule and join Zoom meetings from your CRM.

PIPELINE MANAGEMENT

Close more deals in less time

Prioritize, track, and monitor deals in your pipeline.

Multiple Sales Pipelines

Create sales pipelines with unique stages that fit your business and manage them across teams, geographies, and processes.

Product Catalog

Set up your product catalog with associated pricing structures and configure discounts and taxes—right within the CRM.

Configure, Price, Quote (CPQ)

Create and manage documents such as contracts, MSAs, quotes, NDAs using editable document templates for each type.

Learn more about CPQ

Sales Goals

Define and track goals for your sales teams based on the number of closed deals and revenue, on a daily, weekly, or quarterly basis.

Weighted Pipeline

Set deal stage probabilities for your deals and get revenue forecasts of your deals by stage.

Slack

Communicate with your team regarding deals on dedicated Slack private channels.

freddy ai

Make better decisions with AI

Enhance your productivity with the power of artificial intelligence.

Next Best Action

Freddy learns from your CRM data and gives suggestions of the next best action to drive your deal to closure.

Deal Insights

Freddy AI learns from historical data and predicts the likelihood of success for every deal in your CRM, so you can focus on the right ones and close them faster.

Learn more

Deduplication

Auto-detect duplicate contacts in your account and maintain clear and accurate data.

Out-of-office Detection

Freddy analyzes incoming emails and identifies when a contact is away from work. You can reschedule your appointments and plan your week better.

Predictive Contact Scoring

Freddy AI assigns a score to your contacts based on many factors. Prioritize those contacts and ensure conversion.

Lead Generation Bot

Add welcome messages and quick replies, generate leads and minimize chat drop off rates using custom bots.

Calendar Event Suggestion

Freddy identifies any mention of a date or  intent to meet in incoming emails, to set up a task or meeting.

Sales Forecasting

Predict future sales and revenue opportunities and track your sales growth over the years.

ANALYTICS

Drill deep into your sales data

Empower your team to make data-driven decisions.

Standard Reports

Choose from a variety of pre-built reports to take a quick look at your sales health and track your metrics effortlessly.

Sales Cycle and Velocity Reports

Dive into data from each deal and find out how long your team is taking to convert sales leads into customers.

Learn more

Sales Activity Reports

Evaluate sales based on emails sent, calls made, appointments scheduled, and tasks completed. 

Custom Reports

Create custom reports to track goals with ease. Get granular insights into your sales efforts in the chart format of your choice.

GOVERNANCE

Define permission levels to ensure data access is secure

Add users to roles, specify permissions and define the scope of control.

Audit Logs

Track anything created, edited, or deleted on the CRM. Get a sequential order of configurational changes.

Role-based Access

Regulate data access for your team by setting permissions for records.

Field Permissions

Configure field-level permissions for individual fields and regulate user access to sensitive data.

Record Scope

Configure how much data your team should access - Global or Restricted or Territory.

MOBILE

Run your sales from your phone

Close more deals on the go

Voice Notes

Add voice recordings to your records and never miss a detail. Replay the note anytime and give more context to your teams.

Check-in and Check-out

Enable check-in and check-out features for your sales activities. Confirm your presence at the clients’ location to record your visits.

Offline Mode

Access data when you are offline and sync them when you’re back online. Stay up to date with your records even if you don’t have internet access.

Analytics Dashboard

Keep track of your KPIs and performance metrics on the go. Get real-time insights into all your data and make better decisions.

Notifications

Get real-time notifications when a record is assigned to you. Know when the contact calls you or sends you an email, and more.

Zoom Meetings

Schedule and join Zoom meetings from your phone with ease.

Quick Links

Add up to 10 website links you visit often to access them faster.

SMS

Send individual and bulk SMSes via Twilio, Zipwhip and ClickSend to your customers from your phone.

Automatic Call Logging

Save contacts’ incoming and outgoing calls and add notes on your mobile app.

Google Maps and Uber

Find the location of your contact and initiate cab bookings for your meetings right from the mobile app.

Bulk Emails

Send bulk emails immediately or schedule them for a later date and time with just a few taps.

Custom Apps

View  full page and entity placeholder apps from your phone.

INTEGRATIONS

Expand your core functionalities

Freshworks CRM is built to integrate with applications that you use every day.

API Access

Integrate your account with third-party applications and connect to multiple data sources.

Marketplace

Scale with the Freshworks platform. Extend your experience by installing trusted applications with a single click.

Zapier

Access over 1,500 apps on Zapier, create zaps, and equip yourself with more automation.

DocuSign

Send documents to your contacts and get them signed without switching tabs.

QuickBooks

Manage payments and invoices for your contacts inside the CRM by integrating with QuickBooks.

PandaDoc

Connect sales documents to your deals using the PandaDoc integration.

Xero

View billings and invoices including total paid and unpaid invoices from within the CRM.

Outlook

Bring your meetings and contacts into the CRM using the Outlook sync.